Student Engagement Center Lead — Scale Admissions

Carnegie; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

Carnegie is seeking a Senior Manager, Student Engagement Center to lead and coach a team of student advisors across our higher education client portfolio. You will run daily contact center operations, build outreach strategies across phone, SMS, email, and virtual channels, and use data to keep enrollment pipelines moving efficiently with flexible service hours.

You will recruit, coach, and evaluate advisors, foster consultative selling, and ensure regulatory compliance while partnering with

Qualifications

• Experience leading a consultative, high-volume contact center in higher education or related field.
• Proven ability to manage admissions workflows and enrollment pipelines.
• Strong cross-functional collaboration with marketing and academic leadership.

Responsibilities

• Provide oversight of a consultative, trusted advisor approach to guide prospective students through admission and application processes.
• Recruit, coach, and evaluate advisors in a fast-paced contact center environment.
• Foster expertise in consultative selling and set metrics for service quality and conversion targets.
• Collaborate with Quality Assurance and Workforce Management to optimize staffing and performance.
• Build and execute outreach plans across phone, email, SMS, and virtual channels to maximize application volume.
• Oversee full-lifecycle admissions workflows including inquiry management and document coordination.
• Maintain FERPA compliance and documentation audit readiness.

Skills

Contact center leadership

Higher education experience

Enrollment services

Admissions

Education

Bachelor’s degree

Tools

Slate

Five9

Zoom

Google Workspace

Job description

Carnegie is seeking a Senior Manager, Student Engagement Center to lead and coach a team of student advisors across our higher education client portfolio. You will run daily contact center operations, build outreach strategies across phone, SMS, email, and virtual channels, and use data to keep enrollment pipelines moving efficiently with flexible service hours.

You will recruit, coach, and evaluate advisors, foster consultative selling, and ensure regulatory compliance while partnering with